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Customer Support Representative

2 months ago

New York, New York, United States Studs Full time

Customer Experience Associate - Part-Time

at Studs

Studs is a unique retail and online brand that has transformed the ear piercing journey. Our mission is to foster bold self-expression and an inclusive community through safe and healthy ear piercings, alongside a carefully curated selection of earrings.

As a Customer Experience Associate at Studs, you will play a crucial role in providing outstanding customer support. Your goal will be to ensure that every interaction leaves a positive impression, thereby enhancing brand loyalty and affection. This position is primarily remote, with some in-person responsibilities.

In this role, you will serve as the voice of our brand, acting as both an ambassador and a problem-solver. You will be responsible for facilitating a seamless customer journey with Studs, while also gathering insights to share with the broader team, influencing product development, marketing strategies, and operational improvements.

The Customer Experience team collaborates across various departments, including retail, product, merchandising, and digital, to deliver the best possible experience for our customers. The ideal candidate will possess excellent communication and organizational skills, along with a genuine passion for creating memorable customer experiences. This is an entry-level position reporting directly to the Senior Manager of Customer Experience.

Key Responsibilities:

Customer Service

  • Provide exceptional service by assisting customers with inquiries and issues via email, text, and chat.
  • Meet all service level agreements (SLAs) and achieve top-tier Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings.
  • Collaborate on projects aimed at enhancing the customer experience.
  • Act as a bridge between customers and the retail, digital, and fulfillment teams.

Service Recovery

  • Support Studs Studios by directly communicating with customers and executing service recovery when necessary.
  • Utilize appropriate escalation procedures to resolve customer issues promptly.
  • Address negative customer feedback through various platforms.

Product/System Knowledge

  • Develop a comprehensive understanding of all internal systems, including Zendesk, Acuity, Klaviyo, Shopify, and Loop.
  • Use internal tools to troubleshoot customer issues and identify any bugs or glitches affecting the customer experience.

Reporting

  • Compile and report on customer insights and metrics regularly.
  • Work with Senior Managers to identify trends and opportunities for enhancing customer experience.
  • Complete ad-hoc reporting and data analysis as needed.

Requirements:

  • 1-3+ years of experience in hospitality or customer service within a consumer-facing startup.
  • Strong analytical and data-driven mindset.
  • Creative problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Familiarity with Google Suite or Microsoft Office Suite.
  • A passion for customer service with a friendly and outgoing demeanor.
  • Availability for weekend and evening shifts.
  • Hybrid work model (primarily remote).
  • Experience with Shopify and Zendesk (or similar platforms) is advantageous.

Personal Characteristics:

  • Entrepreneurial spirit: humble, self-motivated, and comfortable with uncertainty, eager to learn.
  • Strong work ethic and professionalism: committed to excellence and respectful of others.
  • Team player: contributes to the success of others.
  • Empathetic: understanding towards customers and team members.
  • High-energy and enthusiasm: excited to inspire and delight customers and the team.

Hourly: Benefits & Perks

  • Competitive salary and paid time off, including quarterly wellness days.
  • Exclusive employee discounts on piercings and jewelry.
  • Quarterly learning and development opportunities to promote internal mobility and an inclusive culture.

Studs, Inc. is an equal opportunity employer and considers all applicants for employment without regard to any protected characteristic. We comply with applicable laws prohibiting discrimination in employment in every jurisdiction in which we operate.